Associate Manager, Patient Engagement

If you got into healthcare to make a difference, you're in the right place. We're looking for a values-driven, mission-focused, dynamic Associate Manager, Patient Engagement who is passionate about working with seniors (and their families), especially those navigating challenges with dementia. Someone who is searching for a workplace and culture that is as committed to them as they are their patients. If that's you, read on!

What's Rippl?

At Rippl, we are a passionate, impatient, slightly irreverent, people-obsessed group of optimists & doers intent on building a movement to bring dementia care to our aging population. We believe there is no more noble mission than caring for people at this critical stage of life, and we're ready to take action.

We're reimagining what dementia care for seniors can be. By leveraging an obsession with supporting our clinicians, a new care model and disruptive technology, we are pioneering an entirely new way to democratize senior access to high quality, wrap-around dementia care, for seniors and their families and caregivers. Helping them stay healthier, at home longer, and out of the ER and hospital.

Our Mission

The Rippl Mission is to enable more good days for those living with dementia and their families.

Our Core Values

At Rippl, we live and breathe a set of shared, core values that help us build the best team to serve our patients, families and caregivers.

We're fed up. Today's dementia care isn't working. Too many families are struggling to find the support they need, and too many seniors are left without the care they deserve. We know it can be done better—so we're doing it.

We're changemakers. We're pioneering a new, better care model that actually works for people living with dementia and their families. We use evidence-based care, technology, and human connection to deliver the support that people need—when and where they need it. And we're proving it works.

We're in a hurry. The need for high-quality dementia care has never been greater. The number of people living with dementia is growing at an unprecedented rate. Families need help now, and we refuse to wait.

We start with yes. We don't let barriers stop us. When faced with a challenge, we figure it out—together. We're problem-solvers, innovators, and doers who find a way to make things happen for the people who need us.

We care for those who care for others. Great care starts with the people delivering it. We are obsessed with supporting our care team—because when they feel valued and empowered, patients and caregivers get the care they deserve.

Join the movement

We're looking to find other changemakers who are ready to join our movement.

The Role:

The Associate Manager, Patient Engagement supports the daily operations of the patient intake and enrollment team within a telehealth environment. This role is responsible for directly supervising frontline team members, supporting shift coverage, real-time support, and driving performance across daily service goals. The Associate Manager partners with other functional leaders to execute team processes and contribute to continuous improvement efforts.

Essential Functions:

Front Line Supervision & Support

• Directly manage a team of inbound and outbound team members ensuring schedules and workflows are followed.
• Monitor live ques, call/chat volumes, and daily tasks to ensure service standards are met and patient experience is consistent.
• Provide real-time coaching and guidance to support service excellence and efficiency.
• Support onboarding and training of new team members, reinforcing standard workflows and compliance expectations.
  
  

Workflow Execution & Daily Operations

• Ensure that daily operational goals and performance metrics (e.g., calls answered, conversion rates, response times) are met or exceeded.
• Help manage scheduling workflows and queue performance across tools like Athena, Salesforce, and DialPad.
  
  

Tactical Execution & Escalation

• Monitor team productivity and adherence to SOPs, flagging issues and escalating training needs, technical issues or complex cases for the Manager or Director.
• Escalate patient or system-related issues appropriately while using sound judgment to resolve day-to-day challenges.
• Apply SOPs and workflow documentation consistently and guide others to do the same.
  
  

Peer Coordination & Support

• Communicate daily priorities, updates, or blockers to the team via Slack, huddles, or shift reports.
• Partner with scheduling and workforce teams to ensure adequate coverage.
• Collaborate with peers and clinical partners to resolve real-time barriers to patient engagement.
• Participate in operational syncs and contribute updates from the frontlines.
  
  

Change Implementation & Feedback

• Support the rollout of new processes or tools by reinforcing expectations and helping the team adopt changes.
• Collect feedback from the team and share it with leadership to support continuous improvement.
• Help create an environment that is adaptable and solutions-focused during change.
  
  
  
  

Qualifications:

• Bachelor's degree in Healthcare, Health Administration, Business, or a related field required, or equivalent professional experience.
• 3–5 years of experience in healthcare, contact center, or telehealth operations, ideally with exposure to patient enrollment or scheduling workflows.
• 1+ year in a lead, supervisory, or senior specialist role with responsibility for guiding/mentoring others (highly preferred).
• Reliable high-speed internet connection required to support telehealth operations and virtual collaboration while prioritizing PHI.
• Proficiency in telehealth tools and systems such as Salesforce, Athena, DialPad, or similar.
• Strong communication and interpersonal skills in a fast-paced, remote-first environment.
• Knowledge of HIPAA regulations and commitment to protecting patient data.
• Experience with inbound or outbound patient engagement preferred.